Kumamoto City Improves Government Service with SQRC QR Codes

SQRC QR Code Used for Service Counter Reform at City Hall

KUMAMOTO CITY

740,000 inhabitants
Located in northwestern region of the Kumamoto Prefecture
Popular tourist location
Known for Kumamoto Castle

Kumamoto is a city with a population of around 740,000 located in the northwestern part of Kumamoto Prefecture on the island of Kyushu in Japan. Kumamoto City has set a goal of having a “city hall capable of thinking, reviewing, and acting on its own” in order to realize a high-quality lifestyle city which “makes everyone want to live or visit”.

Therefore, Kumamoto City is working daily to improve the quality of government services for the benefit of citizens, responding to changes in social condition and the needs of its citizens.

In the past, citizens were required to manually fill out paper forms, the information of which was then entered into the citizen registry system – a time-consuming process prone to human error.

Using a new Notification Navi System with tablets and SQRC QR codes, the city hall has simplified, streamlined and secured application processes. Digitized information is entered automatically, improving resident and staff satisfaction and reducing the risk of errors.

SQRC QR Code Used for Service Counter Reform at City Hall

The “Notification Navi System” at the form entry area of the Civic Affairs Section

The Notification Navi System uses dedicated tablets to create notification forms.

The “Notification Navi System” using dedicated tablets to create notification forms is currently in use at the form entry area of the Civic Affairs Section in Chuo Ward Office.

“Until now, we had citizens fill out the notification form for resident change procedures manually at the form entry area. It was also necessary for applicants to fill out the same information multiple times for each type of application at the service counter. We also had issues with work on the staff side. Our staff would receive a handwritten information entered in the form, and then accept the notification. A backroom staff would then manually enter the information into our resident registry system while checking the handwritten form. This was not only time consuming, but there was also a risk of entering information incorrectly.

In order to simplify the application process for our citizens and streamline the work process for our staff, we decided to create a system that uses ICT to create forms using tablets, and automatically enter digitized information into our resident registry system.

In developing this system, it was of course not only necessary to make it convenient, but also to ensure security when handling the personal information of our citizens. We then learned of DENSO WAVE’s QR Code “SQRC”, which is capable of linking information securely between independent networks, and decided to use this.”

Takao Nishi
Senior Manager, Civic Affairs Section, Chuo Ward Office, Kumamoto City

How is the Notification Navi System Used?

Step 1: After coming to the office, citizens enter resident change information with tablet at the form entry area.

Step 2: Receive outputs as an application form with QR Code. All information is stored in encrypted form in a private area, and no information remains on the tablet.

Step 3: After retrieving documents from the printer, QR Code sheets and application forms are submitted at the information desk.

Reduced Waiting Time for Citizens, 84 % of Users Satisfied with Convenience

QR Code “SQRC”

Prevents forgery and tampering
Carries public and private data
Private data only accessible with a dedicated reader and cryptograhic key

Step 4: After reading SQRC with a dedicated terminal and adding any additional information, data is sent to the resident registry system input RPA. The resident registry system input RPA receives the transmitted data, and automatically inputs it into the system.

“We have been able to reduce the time required to complete the procedure from notification form entry to information in the resident registry system and updating it to residence certificates. This has led to shorter waiting times for citizens by improving turnover rates at service counters. The “Notification Navi System” also has a function to provide information based on residents’ status for procedures relating to resident change notifications, such as moving into or out of the city, or change of address, and this has led to the elimination of procedural omissions.

A survey of users revealed that 84 % of respondents thought the system was “convenient”. Staff were also able to reduce the time required to input data into the system, reducing their workload and improving their ability to respond to inquiries. They feel that the system has led to the creation of an environment in which it is easy for citizens to use the system, and where it is easy for staff to work.”

Keiichi Tahara
Senior Manager of Resident System Section, Policy Planning Division, Civic Life Department, Culture and Citizens Affairs Bureau

“We have received feedback from citizens with many comments such as input items appear one at a time, which unlike the previous paper format, is easier to understand. For staff, forms have become easier to read due to digitization, and there are now fewer input errors compared to when information had to be entered by staff. As a result, they are now able to focus on improving the services available at the service counter.

Moreover, information is linked between citizen terminals and staff terminals using SQRC, allowing staff to work with peace of mind. As the service counter for “creating residence certificates”, which is the basis of information in city hall operations, I think it’s great that we’ve been able to reduce security risks.”

Kodai Saruyama
Resident Section Manager, Civic Affairs Section, Chuo Ward Office